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All Journal JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK Jurnal Humaniora : Jurnal Ilmu Sosial, Ekonomi dan Hukum Community Development Journal: Jurnal Pengabdian Masyarakat Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Journal FAME (Journal Food and Beverage, Product and Services, Accomodation Industry, Entertainment Services International Journal of Social and Management Studies (IJOSMAS) JURNAL ILMIAH GLOBAL EDUCATION Prosiding Konferensi Nasional PKM-CSR RESLAJ: Religion Education Social Laa Roiba Journal TRJ (Tourism Research Journal) Bogor Hospitality Journal
Situmorang, Jimmy Muller Hasoloan
Universitas Pelita Harapan
Religion Arts Humanities Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Nursing Public Health Social Sciences Transportation Other

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Pengaruh Layanan Front Desk Agent Melalui Keterampilan Komunikasi dan Aesthetic Labor Terhadap Kepuasan Tamu Hotel Bintang Lima di Jakarta Selatan Clara Olivia Cahyadiputri; Angela Kayleeen Hardiyanto; Johannes Kurniawan; Jimmy Muller Hasoloan Situmorang
Reslaj: Religion Education Social Laa Roiba Journal Vol. 8 No. 3 (2026): RESLAJ: Religion Education Social Laa Roiba Journal
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/reslaj.v8i3.11377

Abstract

This study analyzes the influence of front desk agents’ communication skills and aesthetic labor on guest satisfaction at five-star hotels in South Jakarta. The study is grounded in communication skills and aesthetic labor theories, which explain how communication competence and professional appearance of front desk staff affect guest satisfaction. Communication skills (verbal and nonverbal) and aesthetic labor (physical appearance, friendly expression, and alignment with the hotel’s image) are examined as factors influencing guest satisfaction in five-star hotels in South Jakarta. This research employs a quantitative approach through the distribution of questionnaires to guests who have interacted with front desk agents, complemented by direct field observations of communication practices and staff appearance. The study involved 276 respondents. Data analysis was conducted using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results indicate that both variables have a positive and significant effect on guest satisfaction. These findings provide managerial recommendations to optimize communication training and enhance appearance standards in order to maintain service quality and align with the image of luxury hotels.
Model For Measuring Customer Satisfaction And Delight In Restaurant Industry Juliana Juliana; Ferdi Antonio; Amelda Pramezwary; Jimmy Muller Hasoloan Situmorang; Arifin Djakasaputra; Rudy Pramono
Jurnal Manajemen Industri dan Logistik Vol. 7 No. 1 (2023): 14 original research articles were authored/co-authored by 41 authors from 1 co
Publisher : Politeknik APP Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30988/jmil.v7i1.1022

Abstract

The purpose of the study was to analyze the effect of brand value, brand credibility, arousal, brand love, online buying on delight and the effect of delight on intention to book a restaurant. The population of this study were restaurant customers in Indonesia, with the sample of 250 respondents collected by online questionnaires using nonprobability sampling technique with convenience sampling”data analysis  run by PLS-SEM. Overall, the results of this study are descriptive statistical analysis. This study also offers other areas that deserve more research from the perspective of practitioners and researchers. The results showed that Arousal, Brand Credibility, Brand Love, Brand Value had a positive effect on Intention to Bookrestaurants through the variable of Delight. In contrast, online purchases have no effect on Delight or the hypothesis is not supported because customers feel doubtful and dissatisfied with online purchasing services and still feel afraid due to the occurrence of many frauds in online purchases.
HUBUNGAN ANTARA CITRA KULINER DAN KEPUASAN WISATAWAN TERHADAP LOYALITAS DESTINASI PULAU BANGKA Jimmy Muller Hasoloan Situmorang; Felicia Angelina; Nonot Yuliantoro
Bogor Hospitality Journal Vol 5 No 2 (2021): Bogor Hospitality Journal
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat Sekolah Tinggi Pariwisata Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55882/bhj.v5i2.47

Abstract

Bangka Island is one of the largest tin-producing islands in Indonesia which recently has started to develop its tourism sector. Bangka Island is famous as one of the culinary centers, particulary in seafood products, from a variety of fresh seafood to processed products, such as kemplang, crackers, lakso, koba noodles, and many others. The aim of the study was to identify whether culinary image in Bangka Island affects tourist satisfaction and destination loyalty as well as to recognize whether tourist satisfaction affects destination loyalty. The result of this study indicated that from four culinary image dimensions on Bangka Island; food quality, contextual features, food culture, and atmosphere, only food quality and contextual features that had significant positive effect on tourist satisfaction and destination loyalty, whilst food culture and atmosphere had no significant effect. More result showed that tourist satisfaction had a positive influence on destination loyalty. Improvements are needed to enrich the culinary image of Bangka Island to facilitate the development of its tourism. Both local government and salers need to find a solution to increase tourist perceptions and to make Bangka Island a good destination place. This research was made based on quantitative research with questionnaire data collection method. The sampling technique in this research was nonprobability sampling technique that used accidental sampling method with the provision that the respondents were Indonesian tourists who have visited and tried local food of Bangka Island. The quantitative data then processed using simple regression analysis statistical method and multiple regression analysis.
PELATIHAN PEMANFAATAN TANAMAN KOPI DALAM MENINGKATKAN JUMLAH WISATAWAN DI DESA CATUR BALI Jimmy Muller Hasoloan Situmorang; Vasco Adato H. Goeltom; Kevin Gustian Yulius; Juliana Juliana
Community Development Journal : Jurnal Pengabdian Masyarakat Vol. 5 No. 6 (2024): Vol. 5 No. 6 Tahun 2024
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/cdj.v5i6.35401

Abstract

Desa Catur, Kecamatan Kintamani, Kabupaten Bangli, adalah salah satu pusat produksi kopi Arabika berkualitas ekspor di Bali. Desa ini, yang berada di ketinggian 1.250 meter di atas permukaan laut, terletak di ujung barat Kecamatan Kintamani yang terkenal dengan kopi Arabika dan kawasan geopark Danau Batur. Oleh karena itu, desa ini menjadi salah satu destinasi favorit wisatawan di Bali karena terkenal dengan tanaman kopi dan keindahan alamnya. Untuk lebih meningkatkan popularitasnya lagi, desa ini perlu meningkatkan kualitas dan kuantitas tanaman kopi serta produk yang ditawarkan kepada wisatawan dengan cara memaksimalkan pemanfaatan tanaman kopi. Agar wisatawan dapat mengingat tempat yang mereka kunjungi, salah satu caranya adalah dengan menyajikan produk lokal pada saat kunjungan. Oleh karena itu, tujuan dari kegiatan pengabdian masyarakat ini adalah: mengembangkan keterampilan baru; memanfaatkan sumber daya lokal; dan mendorong kemandirian ekonomi. Ada 30 peserta, sebagian besar adalah petani kopi, yang mengikuti metode pelatihan dengan metode ceramah dan metode lokakarya. Proses pengumpulan data dilakukan sebelum dan sesudah pelatihan agar dapat diketahui tingkat pemahaman dan pengetahuan dari pelatihan yang dilakukan. Hasil yang diperoleh dari pelatihan tentang pemanfaatan tanaman kopi dalam meningkatkan daya tarik wisata sangat signifikan, yaitu terjadi pada tingkat pengetahuan dan pemahaman dalam membuat kopi dengan teknik infus dan berbagai jenis minuman yang dapat disajikan kepada wisatawan. Simpulannya ialah penyampian materi yang diberikan dapat diserap dengan sangat baik.
Co-Authors Amelda Pramezwary Angela Kayleeen Hardiyanto Angelia Widhy Angelina, Jacklyn Antonio, Ferdi Christel Natalia Cindy Cindy Clara Olivia Cahyadiputri Djakasaputra, Arifin Fachrurazi Felicia Angelina Goeltom, Vasco A.H. Goeltom, Vasco Adato H. Jennifer Eve Johannes Kurniawan Juliana Juliana Juliana Juliana Juliana, Juliana Ni Nyoman Vinka Utami Nova Bernedeta Sitorus Nukak, Novia A Pramezwary, Amelda Pramono, Rudy Putri Esthi Palupi Regine Novania Sofiani, Sofiani Tandra, Jane Keisya Timba, Yosep Dudedes Valencia, Vallery Vasco A.H Goeltom Vasco Adato H Goeltom Vasco Adato H. Goeltom Yulius, Kevin Gustian